Service quality performance measurement provided by a vegan savoury snacks company: application of the Servqual tool on orders through a food delivery App
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Data de Publicação: | 2021 |
Outros Autores: | |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Revista FATEC Zona Sul |
Texto Completo: | https://www.revistarefas.com.br/RevFATECZS/article/view/521 |
Resumo: | Distant relationships with the client have gained predominance and become necessary during the period of social distancing. Faced with this new scenario, it has become essential to measure the quality of services provided in relation to consumer expectations and requirements. The aim of this study is to assess the quality of services of a vegan company which provides fried and baked savories through a delivery app. To collect data on the quality of service provided by the micro business, interviews and direct observation were used as well as the completion of the SERVQUAL questionnaire by the consumers. Analysis of this data showed a positive result in the large majority of the evaluated aspects and client expectations of this kind of service were identified. Most criteria were positively influenced by the delivery app. We can therefore conclude that the service offered contributes in a positive way to the client’s perception of quality of service. It should also be mentioned that most of the criteria are influenced by the delivery app, thus highlighting it as a relevant tool for organizational dynamics. |
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Revista FATEC Zona Sul |
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Service quality performance measurement provided by a vegan savoury snacks company: application of the Servqual tool on orders through a food delivery AppDistant relationships with the client have gained predominance and become necessary during the period of social distancing. Faced with this new scenario, it has become essential to measure the quality of services provided in relation to consumer expectations and requirements. The aim of this study is to assess the quality of services of a vegan company which provides fried and baked savories through a delivery app. To collect data on the quality of service provided by the micro business, interviews and direct observation were used as well as the completion of the SERVQUAL questionnaire by the consumers. Analysis of this data showed a positive result in the large majority of the evaluated aspects and client expectations of this kind of service were identified. Most criteria were positively influenced by the delivery app. We can therefore conclude that the service offered contributes in a positive way to the client’s perception of quality of service. It should also be mentioned that most of the criteria are influenced by the delivery app, thus highlighting it as a relevant tool for organizational dynamics.Faculdade de Tecnologia da Zona Sul2021-10-31info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://www.revistarefas.com.br/RevFATECZS/article/view/52110.26853/Refas_ISSN-2359-182X_v08n01_08Refas - Revista Fatec Zona Sul; v. 8 n. 1 (2021); 1-142359-182X10.26853/Refas_ISSN-2359-182X_v08n01_00reponame:Revista FATEC Zona Sulinstname:Faculdade de Tecnologia da Zona Sul (FATEC Zona Sul)instacron:FATECporhttps://www.revistarefas.com.br/RevFATECZS/article/view/521/345Copyright (c) 2021 Refas - Revista Fatec Zona Sulinfo:eu-repo/semantics/openAccessMartarello, Rafael de AlmeidaOliveira, Mariana Roman2021-11-05T15:19:26Zoai:ojs.pkp.sfu.ca:article/521Revistahttp://www.revistarefas.com.br/index.php/RevFATECZS/indexPRIhttps://www.revistarefas.com.br/RevFATECZS/oairevistarefas@gmail.com2359-182x2359-182xopendoar:2021-11-05T15:19:26Revista FATEC Zona Sul - Faculdade de Tecnologia da Zona Sul (FATEC Zona Sul)false |
dc.title.none.fl_str_mv |
Service quality performance measurement provided by a vegan savoury snacks company: application of the Servqual tool on orders through a food delivery App |
title |
Service quality performance measurement provided by a vegan savoury snacks company: application of the Servqual tool on orders through a food delivery App |
spellingShingle |
Service quality performance measurement provided by a vegan savoury snacks company: application of the Servqual tool on orders through a food delivery App Martarello, Rafael de Almeida |
title_short |
Service quality performance measurement provided by a vegan savoury snacks company: application of the Servqual tool on orders through a food delivery App |
title_full |
Service quality performance measurement provided by a vegan savoury snacks company: application of the Servqual tool on orders through a food delivery App |
title_fullStr |
Service quality performance measurement provided by a vegan savoury snacks company: application of the Servqual tool on orders through a food delivery App |
title_full_unstemmed |
Service quality performance measurement provided by a vegan savoury snacks company: application of the Servqual tool on orders through a food delivery App |
title_sort |
Service quality performance measurement provided by a vegan savoury snacks company: application of the Servqual tool on orders through a food delivery App |
author |
Martarello, Rafael de Almeida |
author_facet |
Martarello, Rafael de Almeida Oliveira, Mariana Roman |
author_role |
author |
author2 |
Oliveira, Mariana Roman |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Martarello, Rafael de Almeida Oliveira, Mariana Roman |
description |
Distant relationships with the client have gained predominance and become necessary during the period of social distancing. Faced with this new scenario, it has become essential to measure the quality of services provided in relation to consumer expectations and requirements. The aim of this study is to assess the quality of services of a vegan company which provides fried and baked savories through a delivery app. To collect data on the quality of service provided by the micro business, interviews and direct observation were used as well as the completion of the SERVQUAL questionnaire by the consumers. Analysis of this data showed a positive result in the large majority of the evaluated aspects and client expectations of this kind of service were identified. Most criteria were positively influenced by the delivery app. We can therefore conclude that the service offered contributes in a positive way to the client’s perception of quality of service. It should also be mentioned that most of the criteria are influenced by the delivery app, thus highlighting it as a relevant tool for organizational dynamics. |
publishDate |
2021 |
dc.date.none.fl_str_mv |
2021-10-31 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://www.revistarefas.com.br/RevFATECZS/article/view/521 10.26853/Refas_ISSN-2359-182X_v08n01_08 |
url |
https://www.revistarefas.com.br/RevFATECZS/article/view/521 |
identifier_str_mv |
10.26853/Refas_ISSN-2359-182X_v08n01_08 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://www.revistarefas.com.br/RevFATECZS/article/view/521/345 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2021 Refas - Revista Fatec Zona Sul info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2021 Refas - Revista Fatec Zona Sul |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Faculdade de Tecnologia da Zona Sul |
publisher.none.fl_str_mv |
Faculdade de Tecnologia da Zona Sul |
dc.source.none.fl_str_mv |
Refas - Revista Fatec Zona Sul; v. 8 n. 1 (2021); 1-14 2359-182X 10.26853/Refas_ISSN-2359-182X_v08n01_00 reponame:Revista FATEC Zona Sul instname:Faculdade de Tecnologia da Zona Sul (FATEC Zona Sul) instacron:FATEC |
instname_str |
Faculdade de Tecnologia da Zona Sul (FATEC Zona Sul) |
instacron_str |
FATEC |
institution |
FATEC |
reponame_str |
Revista FATEC Zona Sul |
collection |
Revista FATEC Zona Sul |
repository.name.fl_str_mv |
Revista FATEC Zona Sul - Faculdade de Tecnologia da Zona Sul (FATEC Zona Sul) |
repository.mail.fl_str_mv |
revistarefas@gmail.com |
_version_ |
1797052949783904256 |